**A Disappointing Experience - Please Pay Close Attention to Your Billing**
My husband and I have been patients at this dental office since December 2025. Unfortunately, after a series of frustrating experiences, we made the decision to leave and find another dentist. This was not a decision we made lightly, especially because I genuinely liked the dentist and the clinical staff. However, our experience with the billing department ultimately overshadowed the care I received.
In July 2026, I had an accident that resulted in seven teeth needing significant dental repair. The office was able to get me in right away, and we were very grateful for that. As we began discussing the necessary repairs, including the viability of three of my front teeth, we also began having conversations about anticipated costs and insurance coverage.
This is where our experience began to unravel.
The most significant issue occurred when I needed two root canals and preparations for crowns on my two front teeth. Before the procedure, my husband had numerous conversations with Michelle, who was overseeing billing at the time, to establish what our out-of-pocket costs would be. We specifically discussed the preferred-provider discounts allowed through our insurance, which we have carried for approximately 30 years. We had also been trying to resolve previous overcharges, with the office acknowledging that approximately $500 was owed back to us. Despite multiple conversations, those amounts were never properly reconciled with our account ledgers.
On the day of my procedure, I was initially asked to pay nearly $7,000. Knowing the conversations my husband had already had with billing, I quietly asked to speak with Michelle. She was reportedly in a meeting but instructed her staff that I needed to pay approximately $4,200 instead. That amount made more sense based on our previous discussions, so I agreed to pay it. I specifically verified that this payment covered the procedure that day and that everything would be covered when my permanent crowns arrived. I was assured that it was.
Three weeks later, I returned to have my permanent crowns installed. To my complete surprise, I was told I needed to pay an additional $1,800+ before they would release my crowns.
I immediately asked that Michelle speak with my husband, as the two had already had numerous conversations about our account and what we were expected to pay. After a lengthy phone conversation, with the dental assistant standing there waiting to take me back for my appointment, Michelle refused to release my crowns until we paid the additional $1,800+ patient balance.
I explained that this amount appeared to be calculated before the preferred-provider discount through our insurance. Her response was essentially that we could either wait for insurance to process or pay the additional amount and receive a refund later.
We were appalled. We had specifically confirmed that our previous payment covered the procedure and crowns. Now, at the moment I was supposed to receive my permanent front teeth, the financial agreement we had been given was suddenly different.
I left without my crowns.
About a week later, the office called and said they could now schedule my crown installation because they had reviewed the account and realized they actually owed us more than $300. I had questions about how the numbers had changed so dramatically, but the person calling could not provide answers. Unfortunately, they could not get me back in for another three weeks. This meant I had to wear temporary front teeth for nearly seven weeks, far longer than they were intended to be worn.
We were also told in September that our refund would be mailed to us. When I followed up around the time of my crown installation, I discovered it still had not been mailed.
It has now been approximately six weeks, and after multiple phone calls, we still do not have our refund. Each time my husband has called, he has been told someone would look into it and call him back. Those calls have never come.
I called again this morning and asked to speak with the office manager. After my call was transferred to Dan, the staff member returned to tell me he was unavailable but that our refund would be cut this week.
Convenient timing, considering how many weeks and phone calls it has taken to get to this point. At this stage, our concern goes beyond the actual dollar amount. It is about accountability, communication, transparency, and trust. We should not have to repeatedly chase down answers about our own account, be given conflicting payment amounts, or wonder whether we will receive a refund we have been told is owed to us.
It also leaves us wondering: What would have happened if we had simply paid that additional $1,800+ the day I was denied my crowns? Would we now be waiting months for a refund of more than $2,100?
We genuinely liked the dentist and the clinical staff, which makes this experience particularly sad read more
